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Partner Delivery Consultant
3 weeks ago
The Qualtrics XM Platform is a system of action that helps businesses to attract customers who stay longer and buy more, to engage and empower employees to do the best work of their lives, to develop breakthrough products people love, and to build a brand people can’t imagine living without.
Joining Qualtrics means becoming part of a team bold enough to chase breakthrough experiences - like building a technology that will be a force for good. A team committed to diversity, equity, and inclusion because of a conviction that every voice holds value, with a vision for representation that matches the world around us and inclusion that far exceeds it. You could belong to a team whose values center on transparency, being all in, having customer obsession, acting as one team, and operating with scrappiness. All so you can do the best work of your career.
We believe every interaction is an opportunity. Are we yours?
**Why Qualtrics**:
Qualtrics is the technology platform that organizations use to collect, manage, and act on experience data, also called X-data. The Qualtrics XM Platform is a system of action, used by teams, departments, and entire organizations to manage the four core experiences of business—customer, product, employee and brand—on one platform. Over 10,000 enterprises worldwide, including more than 75 percent of the Fortune 100 and 99 of the top 100 U.S. business schools, rely on Qualtrics to consistently build products that people love, create more loyal customers, develop a phenomenal employee culture, and build iconic brands.
**The Challenge**:
The Qualtrics Partner Ecosystem is essential to our continued growth and success. Our Partners play a key role in our go-to-market strategy and enable the success of our customers on the Qualtrics XM Platform.
The recently created Partner Delivery Assurance (PDA) function is at the heart of our ecosystem strategy and is pivotal to the success of our partners and our customers. The Partner Delivery Assurance function ensures that our customers have the same experience from our partners as they would expect from the Qualtrics XM Services organisation. Since we are the world’s preeminent experience company, customers expect us to offer a great experience whenever they interact with Qualtrics and our partners.
The Partner Delivery Manager will work to continually evaluate partner performance across a portfolio of partner delivered customer programs, make recommendations to drive partner performance / success and address and resolve partner-related escalations. You will facilitate the ongoing governance of your designated partner portfolio and will collaborate with cross-functional business partners within and outside the Qualtrics Ecosystem organisation (e.g. partner ecosystem managers, XTA’s and the partner enablement team, as well as Sales, Delivery and Customer Success leaders, for example) to optimise partner delivery and drive partner delivery excellence.
**Core Responsibilities**:
- Collaborate with the Qualtrics Partner Ecosystem team and XM Services (Delivery) Leaders on defining regional priority partners based on ROI analysis; lead and execute on a consistent partner vetting methodology for potential new partners
- Evaluate & optimise partner performance on individual projects, create plans, provide recommendations and facilitate escalations. Own and drive partner delivery excellence
- Be responsible and accountable for maintaining an accurate, current view of partner performance, capability and competency which supports recommendation of one or more partners for consideration for a new business opportunity
- Have outstanding interpersonal skills to balance multiple priorities, and are a superb communicator
- Build strong, lasting relationships with our partners to ensure all our customers receive a world class experience of Qualtrics when onboarding to our platform. It is expected that the role will require direct partner delivery management responsibility for a small number of strategic partners in a ‘player/coach’ role
- Partner closely and effectively with other local and global XM Services leaders ensuring close alignment on overall XMS and PDA organisational strategies, objectives, and business planning (e.g. staffing)
- Be an outstanding Business Partner, collaborating with other Qualtrics functions (e.g. Sales, Customer Success, Global Operations, Services Operations) as appropriate to drive the operation (systems, tooling, processes and procedures) of the PDA organisation, and partner performance
- Set up and enable new starters through onboarding stage
- Build a strong reputation within Qualtrics and become a go-to for many outside the team
- Experience managing professional services delivery partners within a SaaS environment either for a product company or consultancy
- A deep understanding of software implementations ideally in SaaS environment
- Strong program management skills with the ability to plan project tas
